Enterprise Client Service Supervisor - Fulfilment at MTN

The Role

• The purpose of this role is to facilitate the seamless and efficient customer on-boarding experience and to provide input into the customer risk assessment process. To assist with all aspects of project administration for the department and provide relevant support services and interface between internal and external departments from a client service perspective for Project Implementation for all Corporate Customers 

Key Performance Areas:

Operational Processes

• Timeous order entry process completion within turn- around times
• Responsible for order validation criteria as per the agreed-on time frames/ TATs
• Monitor credit limit 
• Creation of customer account
• Responsible for customer registration 
• Manage timely & query resolution of MASS activations
• Effective escalations to relevant stakeholders (sales person, line manager, vendors etc)
• Providing full project administration to the project managers on key projects
• Assisting Implementation Project Managers with the authoring of Project documentation (e.g.  Project Plans, Meeting Minutes, Risk Logs, Issue Logs, Change Controls, escalation logs, project  management process etc)
• Perform all administrative tasks required on key projects
• Review and validation/rejection of all orders queued on Siebel to the Order Entry Queue 
• Maintenance to strict Operational Level Agreements pertaining to the Order Entry queue

On Boarding Facilitation

• Monitor and Create and maintain an orders daily report.
• Responsible for effective document filing
• Ensure and monitor data Integrity on all systems and databases.
• Ensure that all Order criteria is met for all departments 
• Manage any orders that are not validated or rejected as per the agreed on timelines.
• Responsible for liaising closely with the legal and regulatory department to ensure that all  contractual obligations are met
• Responsible for implementing the guidelines as set out in the contract with respect to Orders.
• Ensure regular feedback to sales team on order status and validation criteria
• Responsible for query resolution and management pre and post delivery.
• Ad-hoc reporting/projects when required

Quality and Compliance 

• Ensure proper documentation is received
• Adhere to work schedule as planned
• Work consistently according to standards of accuracy, deadlines and formats 
• Identify processes and procedures where the quality of work may be improved 
• Ensure quality standards are adhered to and report non compliance 

Customer Services 

• Manage day to day delivery within agreed SLAs and compliance to PPPs
• Execute duties within SLA/TATs
• First Call Resolution
• Continuous customer feedback
• Manage non generic activities with customer commercial terms
• Manage customer queries and complaints (Source Enquiry & Root Cause Analysis) 
• Maintain professional customer engagement with internal & external customers
• Establish and foster good working relationship with internal & external customers
• Recommend alternative products based on the credit assessment
• Educate client on products and services
• Assist in resolving queries by drawing information requested by the customer from the system.
• Respond to customer queries in line with set guidelines 
• Attend and resolve all customer queries escalate unresolved queries timeously 

Relationship and Stakeholder Management 

• Consult Sales on customer feedback from Corporate Customer onboarding Team 
• Co-ordinate with Credit Assessors for customer information required vetting

Risk Assessment and Quality Management

• Ensure applications are processed according to credit assessment policies
• Maintain efficient turnaround time to achieve Customer Service Matrix
• Identify risk areas and implement controls
• Perform audit controls and Implement strategies to minimize fraud and bad debt
• Analyse risk on high risk applications
• Ensure that data is captured correctly
• Credit Assessment policies are adhered to
• Service delivery according to MTN quality standards 
• Interact with stakeholders with regard to systems and regulatory requirements
•  Order & Fulfilment
• Track all accounts are created correctly and customer orders are fulfilled
• Liaise with internal or external stakeholders that all customer requirements are delivered i.e.  activations, MNP and
• Report on Activations and Mass Activations, N4L, MNP, Transfer, Add Sim and New applications  (N4L, BlackBerry, Port, etc)
• Ensure all VAS products and services are loaded 
• Ensure Split Billing is loaded

Management Reporting

• Providing feedback on Risk Reports (Bad Debt; Rejection; Fraud; Quality)
• Compile daily, weekly, monthly performance Reports
• Make logical deductions and draw conclusions that can be motivated
• Provide daily, weekly and monthly reports as per the business reporting requirements
• Compile effective reporting for the Projects division
• Compile effective reporting on key projects
• Provide adhoc Management reports 

Supervisory / Leadership / Managerial Tasks:

• Performance of Adhoc responsibilities when required – projects, other tasks, etc.
• Leading and motivating the teams in order to achieve targets
• Coach, direct, guide, motivate and influence staff to ensure the departmental goals are met and  the staff accomplish their personal goals.
• Identify training needs.
• Monitor and appraise the performance of staff. Take corrective action where necessary.
• Management of financial risks for MTN
• Manage cash contribution 
• Set boundaries within which direct reports will operate
• Enable direct reports to do their work by monitoring, coaching and problem solving
• Continually assess the technical competence of the team and take steps to develop their  knowledge and skill
• Equip people with the necessary skills and tools to enable them to perform effectively
• Identify, accumulate and analyse statistics that reflect on the team’s performance
• Evaluate and assess people performance
• Recognise the strengths of individuals and make use of these to achieve goals
• Actively manage non-performance - Performance management – Monitor and manage against KPI’s,  targets and standards (daily , weekly, monthly, etc.) Performance Manage – Reporting and  measuring – prepare performance schedules and discuss and manage with teams members (daily,  weekly, monthly, etc.)
• Enforce a customer-centric approach
• Develop supportive relationships with reports and encourage a team spirit, Reward & Recognition – Manage within agreed parameters (Daily, weekly, monthly)
• Communicate actively and effectively resolving any potential conflicts that may arise, and  sharing and providing relevant information 
• Live the MTN Brand – change and influence employees behaviour 
• Monitor PTP’s, daily diaries and follow ups of team
• Recruitment – recruit within MTN policy and standards, Resource Planning – Optimal utilization  of resources
• Absenteeism – Manage within standards
• Communication – Structured team meetings, performance reviews, etc. (Daily, weekly, monthly)

Education:

• 3 year Degree / Diploma in Commerce or Business Management related

Experience:

• Minimum 3 years’ experience in a Sales Support, ICT/Telecoms environment.
• Minimum 3 years’ experience in Customer Service
• Minimums 3 years supervisory experience within a Customer Services or Telecomms/ICT environment 
• Experience in Service delivery or Customer Service Support would be an advantage 

Training:

• MTN Credit and associated policies
• Legislative orientation 
• Eppix /Neurocom
• Helios
• Siebel
• USD
• Imaging and Workflow System
• Products and Services
• Telephone Systems
• VAS
• Dual Matrix

Should you not hear from MTN within 14days, please consider your application as unsucessful.